Service guru system and method for automated proactive and reactive computer system analysis

ABSTRACT

A computer method for automatically troubleshooting and preventing problems on a computer system. The method includes receiving data corresponding to the computer system including core files, supplemental configuration information, and other data. The method continues with processing the computer system data into a format useful for rapid analysis. The method uses a knowledge repository of phases and scripts. Each phase is a logical organization of scripts. Each script is an executable for identifying both the conditions that can lead to a problem as well as determining an actual instance of a problem. Execution of the method includes execution of the phases contained in the repository. Several optimizations are used to eliminate large quantities of scripts in order to improve run time. Phases produce intermediate results that can be used by subsequent phases to reduce complexity. A report is generated listing problems for the computer system with corrective actions.

BACKGROUND OF THE INVENTION

[0001] 1. Field of the Invention

[0002] The present invention relates, in general, to systems and methodsfor identifying and resolving problems in computer system software andhardware, and more particularly, to an automated service tool or gurudevice and method for processing kernel and user core files and otherdata sources proactively and reactively to identify possible computersystem problems or bugs and identify remedial actions to address theidentified problem.

[0003] 2. Relevant Background

[0004] Computer system designers and analysts face the ongoing and oftendifficult task of determining how to fix or improve operation of acomputer system that has experienced an unexpected exception or isfailing to operate as designed (e.g., is experiencing errors caused bysoftware problems or “bugs”). When a problem or bug in the computersystem software is serious enough to stop or interrupt the execution ofa running program, this failure is known as a crash. To assist inidentifying bugs in the software operating on a computer system,software applications are often configured to create a crash dump ormemory dump when an unexpected exception occurs to generate a memoryimage of the existing state of software executing on the system at thetime of the crash or exception. These memory images are sometimes calledcore files (or dump files).

[0005] The system-level commands or programs in the operating system,i.e., the kernel software, are of particular interest to system analystsin correcting bugs in a crashed computer system. For example, in anUNIX®-based system, the kernel is the program that contains the devicedrivers, the memory management routines, the scheduler, and systemcalls. Often, fixing bugs begins with analysis of these executables,which have their state stored in a kernel core file. Similarly, userprograms or binaries (e.g., binary, machine readable forms of programsthat have been compiled or assembled) can have their state stored inuser core files for later use in identifying the bugs causing the userapplications to crash or run ineffectively.

[0006] Instead of writing a new, complete replacement version of thesoftware (that crashed or had bugs), the designer or developer oftenprepares one or more small additions or fixes to the original softwarecode (i.e., patches) written to correct specific bugs. For example, whena specific bug is identified, a patch is written or obtained from athird party to correct the specific problem and the patch is installedon the computer system. A single patch often contains fixes for manybugs for convenience. However, a particular bug is usually, but notalways, fixed by a single patch (i.e., multiple patches usually do notaddress the same bugs). Typically, system analysts or operators keep oracquire records of previously identified bugs and corresponding patchesinstalled for each identified bug. Then, when a bug is encountered in asystem, the system analyst efforts to fix the problem begin with asearch of these records of prior bugs to identify the bug or find asimilar, previously-identified bug. Once the bug is identified, arelevant patch is selected that may correct the problem or a new patchmay be written similar to or based on the previous patch. Additionally,the analyst may determine if a newer version of the patch is nowavailable.

[0007] For example, a bug may be identified that causes an exception,such as causing the computer system to fall into panic when two specificprograms are run concurrently. A record of the bug would then be createdand stored in a database including a bug identifier (e.g., alpha-numericidentification code) along with descriptive information such as asynopsis describing the problem (for the above example, “system fallsinto panic while shutdown procedure is executed during writing”) andinformation describing the results or symptoms of the bug (e.g., acrash, hang, stack trace, type of panic, and the like). Once a fix forthe bug is available, a patch may be created containing the bug fix andother bug fixes. A patch record is associated with each patch. The patchrecord includes identifying information such as a patch identifier(e.g., an alpha-numeric code), references to corrected or addressedbugs, textual description of the purposes of the patch, references tospecific software useful with the patch (e.g., a specific userapplication, kernel software for specific operating systems, and thelike), dependent packages, related patches, and other useful identifyingand patch-user information.

[0008] While providing useful information to a system analyst, thevolume of information in these bug and patch files usually grows into avery large, unmanageable amount of information (e.g., 500,000 and morebug entries for widely-used operating computer systems and networks),and the amount of data in these files continues to grow as new bugs andpatches are identified, created, and installed. Hence, the task ofidentifying appropriate patches for an identified bug is a difficulttask, and system analysts often resort to making educated guesses forsearching these lengthy patch records.

[0009] Existing methods for identifying appropriate patches to correctbugs typically require users to provide important input or make criticalchoices and do not meet the needs of system analysts. System analysismethods and tools are typically fully or partially manual “search”processes involving manually entering search terms to process the largepatch record lists, identifying potentially relevant patches, and thenmanually selecting one or more patches for installation. The existingsystems are heavily interactive and require the system analyst toprovide a relatively large amount of knowledge to obtain good results.For example, some system analysis tools require a user to select whichproblem analysis or resolution tool to use and to select which databasesto search. The effectiveness of this tool is tied to the ability of theuser to search a database containing a subset of possible problems withappropriate search terms. When a list of bugs or patches is obtained,the user again must manually, based on their experience, select thecorrect problem and a useful fix for the selected problem. Clearly, theexisting “search” systems allow for human error to become a problem andare inherently labor intensive systems.

[0010] In addition, the first step of analyzing a resulting core file toaccurately identify a bug causing the problem is an even more difficulttask then the above “searching” processes. The core file analysis toolspresently available are typically only useful for kernel core files andare difficult to effectively use (e.g., require extensive training andknowledge of the system being analyzed which often can only be gainedwith years of working experience). The tools are generally only usedreactively, i.e., once a problem occurs, and are interactive with theuser, i.e., are manual not automatic tools. Again, these tools are oftenineffective as human error can result in an incorrect or inefficientremedy being recommended to correct the computer system operatingproblems.

[0011] Often, the operator is unable to identify a single, specificpatch for the problem and is forced to install numerous patches toincrease the likelihood that the bug will be corrected. This inaccurate“over” patching is often time consuming, costly, and disruptive to thecomputer system, which may not be acceptable to users of the system.Additionally, some patches are not effective or are counterproductivewhen installed with other patches. Further, some patch tools areavailable to identify patches that are installed on the computer systemfor which new versions are available (which in many systems are hundredsof patches at any given time), but these tools do not assist inidentifying a particular patch for correcting an identified bug.

[0012] In addition, problems that a computer system may encounter arenot limited to just software bugs. The problems may include hardwareproblems, configuration specific issues (hardware or software),performance problems, security issues, firmware bugs, availabilityissues, functionality problems, and other problems. These problems oftenhave workarounds or procedures that operators need to be aware of and toact on.

[0013] Hence, there remains a need for an improved method and system foridentifying and resolving current and potential computer system problemsof all types. Such a method and system preferably would be configured tobe used online and offline and require little or no operator training.Further, the method and system preferably would be useful as a planningtool such as by providing proactive analysis of computer systems.

SUMMARY OF THE INVENTION

[0014] The present invention addresses the above discussed andadditional problems by providing an automated service guru system, andassociated method, that functions as a proactive and reactive systemanalysis tool that eliminates human error that may occur at each levelor phase in prior art systems. The system of the present invention is a“guru” in the sense that it effectively automates the internal expertiseof a service organization to provide an automated approach to online andoffline analysis of a user's computer system (including user and kernelcore files and other date sources). In contrast to interactive debuggingsystems, the service guru system functions automatically to process animage of a computer system to identify which, if any, problempreconditions are satisfied (i.e., the proactive case) and thenidentifies particular problems from this smaller set that match aprecise problem symptom description (i.e., the reactive case). Theseverity of the problem is determined and one or more patches orremedies are provided in a report. In this manner, the service gurusystem functions to selectively search all known problems to determineand recommend one or more patches or remedies to enhance operation of acomputer system.

[0015] Generally, a method is provided for troubleshooting andattempting to prevent problems on a computer system. The method includescollecting or analyzing data corresponding to the computer system (e.g.,configuration files, log files, kernel or user core dumps, and the like)and then accessing a knowledge store or database of previouslyidentified problems.

[0016] More particularly, the method includes processing the datacollected from the computer system such that later steps (or phases) donot need to know the source of the original data. Such processing ofcollected system data allows the method to be performed operatesubstantially identically in online and offline modes and in manyembodiments, the method can be performed effectively without regard tothe methods used to collect the system data. The collected and processeddata includes any data or information useful to scripts located in theknowledge store, which, for example, may include operating systemversion, hardware configuration, packages installed, patches installed,core files, and the like.

[0017] Once the collected data is processed, the method continues withthe system sequentially running a series of phases defined by andtypically contained in the knowledge store. In a preferred embodiment,each phase includes a collection of well-defined scripts. Each script,in general, is associated with a unique problem or issue. The phasesprovide the function of categorizing the problems or issues. Typically,each script is responsible for determining if a particular problem orissue relates to a specific computer system and this function may beperformed in two steps.

[0018] First, the script determines if any “preconditions” are neededfor the problem to occur. The precondition determination allows thescript to quickly complete if the problem is not applicable to theparticular computer system. The determination also provides anindication that the problem may occur in future system operations, i.e.,the method is truly proactive. Second, if the problem may occur in thesystem, the script determines if the problem or issue does apply. Theinformation the script uses to perform these two steps is generallyprovided by the system in the first phase but preferably, the script isadapted to dynamically gather additional information if useful. Scriptsmay be written in any language supported by the system and arepreferably designed to execute quickly and efficiently.

[0019] The method may include numerous addition phases to troubleshootthe computer system. According to one aspect of the invention, themethod includes three phases that are optimized and function to screen,test, and resolve the large number of bugs that typically are known forcomputer systems. The first bug phase is identified as a “bug screen.”The bug screen phase involves consulting a database in the knowledgestore to divide all known bugs into categories. In a preferredembodiment, the bugs are divided into the following four categories: (1)bugs fixed by patches currently loaded or not applicable; (2) bugs notfixed and possibly present or applicable; (3) bugs which could beintroduced by an upgrade in software version; and (4) bugs which couldbe introduced by a downgrade in software version. Generally, the methodis most interested in identifying bugs in the second category, and theother categories can be used for software version planning or overridingthe screening process. By categorizing the known bugs, the bug screenphase dramatically and quickly enhances later phases by reducing thenumber of bugs to be processed (i.e., typically only the bugs in thesecond category).

[0020] The next bug-related phase is identified as a “bug test” andinvolves processing the bugs selected by the previous phase by running ascript for each bug. The scripts are located in the knowledge store. Thescripts preferably process the system data supplied by the system and/ormore preferably process kernel core or user core files. The output ofthe bug test phase is a list of bugs that may apply to a system. In oneembodiment, the list of bugs is created both proactively and reactively.

[0021] The final bug-related phase is identified as “bug resolution.”Bug resolution functions to coalesce the bugs output from the bug testphase and then sort the output bugs by severity and level. The bugresolution phase includes determining and listing with each bug anyapplicable patch or workaround.

[0022] According to another aspect of the invention, the method includesa phase identified as “hardware error scan.” The hardware error scanuses a database, such as one stored in the knowledge store, listinghardware error strings and associated descriptions and resolutions. Thehardware error scan scans select data sources for matching hardwareerrors and then displays or reports matches with recommended actions.

[0023] The method may include a phase identified as “coretool” that isfully described in U.S. patent application Ser. No. 09/781,832, entitled“Automated Analysis of Kernel and User Core Files Including Searching,Ranking, and Recommending Patch Files” that was filed Feb. 12, 2001 bythe same inventor as the present application and which is incorporatedby reference herein.

[0024] According to yet another aspect of the invention, the methodincludes a phase identified as “process report.” In general, otherphases of the method are adapted for simplicity and, as such, may notgenerate human-readable output. The process report phase is included toparse all or portions of the other phase outputs and to generate ahuman-readable report, such as an analysis report in HyperText Mark-upLanguage (HTML) form. For example, a reference in a report to a bug thatapplies to a computer system would include a synopsis (preferablyautomatically extracted) and uniform resource locator (URL) links to afull bug description, a patch binary, and/or other information useful toa system analyst.

BRIEF DESCRIPTION OF THE DRAWINGS

[0025]FIG. 1 is a block diagram illustrating an automated service gurusystem with a service guru tool for automatically analyzing a targetclient computer system based on kernel and user core files andadditional system configuration files;

[0026] FIGS. 2A-2C illustrate exemplary data files that can be used onthe service guru system of FIG. 1;

[0027] FIGS. 3A-3H are flow diagrams showing a problem analysis carriedout by the service guru system of FIG. 1; and

[0028]FIG. 4 is a flow diagram providing additional details of thephase-by-phase analysis of the process shown in FIGS. 3A-3H.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0029]FIG. 1 illustrates a client/server embodiment of an automatedservice guru system 100 configured to provide automated troubleshootingand preemptive analysis of computer systems and recommend correctiveactions. The client/server implementation of the invention is intendedas an exemplary embodiment, not as a limitation, as the inventivefeatures of the service guru system 100 may be implemented in lesscomplex computer systems as well as more complex systems that would beapparent to those skilled in the computer arts when provided with thefollowing description.

[0030] As illustrated, the service guru system 100 includes a clientcomputer system 110 which may be any well-known type of computer systemadapted for executing software programs, such as one or more servers andmemory devices executing user software and an operating system. Theclient computer system 110 is a computer system that is a monitored ortargeted system for debugging and system analysis when a crash or lessserious operating problem occurs. As illustrated, the client computersystem 110 is executing both kernel software 112, user applications 114,and installed packages 117 and has additional configuration and systeminformation 113 in system memory. Additionally, one or more patches 116have previously been installed on the client computer system 110.

[0031] In a preferred embodiment, the client computer system 110 isadapted for creating a memory image (i.e., a core file) providing bytesequence-type state information for the executing kernel software and/oruser applications (such as at the time of a system crash). The core filetypically also includes information that indicates the program that wasexecuting at the time of the unexpected interrupt, provides adescription of the program, and describes or otherwise indicates thetype of interrupt (e.g., the type of panic) within fault or panicmessages. For example, a kernel core file and, at least in someembodiments, a user core file is created at a selected time, such asupon a crash or an unexpected interrupt, and these core files and othersystem files are analyzed within the service guru system 100 to identifyexisting bugs and recommend patches and/or corrective actions.

[0032] Additionally, the service guru system 100 is preferably datasource independent and can process or analyze information pertaining tothe operation of the client computer system 110 from numerous sourcesand having a variety of formats and arrangements. Often, thisinformation may be collected by accessing the client computer system 110to determine operating information, such as operating system in use andthe like. Much of this type of information may be retrieved from theconfiguration and other system information 113 in memory on the clientcomputer system 110.

[0033] To this end, the client computer system 110 typically wouldinclude processing mechanisms (such as a CPU) for performing logic,computational, and decision-making functions, memory devices, and anoperating system (e.g., Solaris™, MS-DOS™, UNIX™, PICK™, or other OS) tomanage the operation of the client computer system 110. The particularprocessing mechanisms, memory arrangements, and operating systems arenot critical or limiting elements of the system 100. The system 100 isuseful with a wide variety of client computer system 110 configurationsand modifications of the system 100 to suit particular configurationswould be understood by those skilled in the computer arts. Typically,the kernel 112 or kernel software operates within the operating systemand comprises the system-level commands (i.e., executables or executablefiles), such as device drivers, memory management routines, thescheduler, system calls, and the like. Analysis of the kernel 112 istypically an important part of performing a dump or core file analysis.

[0034] As illustrated, the client computer system 110 is incommunication with an analyst node 130 that functions, at least in part,as a proactive and reactive troubleshooting or service mechanism viacommunications links 118 and 124 and communications network 120. Inturn, the analyst node 130 is in communication with a knowledge databaseserver 170 via communications link 126 and network 120. Thecommunications network 120 may be the Internet, an Intranet, or otheruseful data communications network with the links 118, 126 being digitaldata communications links (wired or wireless) selected to accommodatedata transfer over and between the network 120, computer system 110, theanalyst node 130, and the knowledge database server 170.

[0035] In one embodiment, the client computer system 110 and analystnode 130 are components of a wide area network (WAN) but, as will beunderstood by those skilled in the computer arts, the invention isuseful for other network arrangements and even for non-networked devices(not shown). In a further embodiment, the client computer systemanalysis features of the analyst node 130, and, more specifically, ofthe service guru device 150 discussed below, are included as elements ofthe client computer system 110.

[0036] As illustrated, the analyst node 130 is able to receive data(such as core files and analysis requests) from the client computersystem 110 or from separate systems and devices and to retrieveinformation from the client computer system 110 (such as determining theinstalled software packages to narrow problem searching and gatheringinformation on the installed patches 116 and installed packages 117). Ofcourse, this information can be transferred in other non-networkmethods, such as transfer of a CD-ROM or other data storage device,which are considered within the breadth of this disclosure.

[0037] According to a significant feature of the invention, the serviceguru system 100 includes problem analysis functionality with the analystnode 130 for automatically analyzing a kernel or user core file andother system information in a reactive and proactive manner andproducing reports indicating identified problems or bugs and recommendedfixes or patches as well as providing other analysis information. Inthis regard, the analyst node 130 is connected via communications link124 to the communications network 120 and client computer system 110 andknowledge database server 170. Typically, when the client computersystem 110 experiences an unexpected interrupt (such as a system hang orcrash), the system 110 via its operating system (not shown) or otherwiseoperates to create a kernel core file and/or a user core file thatdescribe the existing state of these executables or programs. These corefiles are then transmitted with an analysis request (or the system 110may be monitored on an ongoing or semi-continuous basis by the analystnode 130) over communications links 118, 124 and network 120 to theanalyst node 130. The analyst node 130 includes memory 160 to store thekernel core files 164 and the user core files 166 (of course, thesefiles 164, 166 and other information (such as configuration and othersystem information 113) used by the service guru system 100 may bestored in numerous locations within the system 100 as long as theinformation in the files is accessible by the analyst node 130).

[0038] As will be explained in more detail, the analyst node 130 in someembodiments is operable in an online mode in which communications areopen between the analyst node 130 and the client computer system 110.Alternatively, the online mode may readily be achieved by having theanalyst node 130 and the client computer system 110 combined within thesame computer or computer system (not shown). In this mode, the analystnode 130 is operable to retrieve information from the client computersystem 110 during client system problem analysis.

[0039] In the “offline” mode, sufficient supplemental information is orhas been gathered from system 110 (including, for example, core dumpsand key operating system files from the configuration and other systeminformation 113) to facilitate analyst node 130 in performing automatedproblem analysis independently from system 110. Explorer™ is one of manytools that is useful for gathering the key operating system files, whichinclude the list of installed packages 117, the list of installedpatches 116, and mapping of installed binaries to packages (e.g., the“contents” file on Solaris™). In some cases, all of these supplementalfiles may not be available, and in these cases, it is useful for theanalyst node 130 to be adapted to use techniques to estimate portions ofthe data in these files. This estimation process can be used, forexample, to create an upper bound on the list of kernel packages.

[0040] The analyst node 130 may be a computer system similar to computersystem 110 (or be within the system 110). For example, the analyst node130 may include one or more servers with executing software or objects,input/output devices, data storage devices, and one or more userterminals (e.g., desktop computers, notebook computers, and the likewith modems, I/O ports, keyboards, and displays). As illustrated in FIG.1, the analyst node 130 includes a user terminal with a user interface144 for interfacing with and/or calling a service guru tool 150 andinterfacing with the client computer system 110. The service guru tool150 operates to automatically process the client computer system 110information using first an analysis based on preconditions and second aphase-by-phase analysis (as will be explained with reference to FIGS. 3and 4).

[0041] An operator, e.g., a system analyst, operates the user interface144 to provide, select, and/or modify execution criteria (in someembodiments) and to view and/or manipulate the detailed reports producedby the service guru tool 150 after each analysis phase and/or after acompleted analysis (as will be explained in detail). In some operatingmodes of the service guru system 100, the analyst node 130 may also beoperable for directing the service guru tool 150 to a location at whichto retrieve dump and client computer system 110 information (e.g., byproviding directories, paths, and the like).

[0042] According to an important feature of the invention, the analystnode 130 includes the service guru tool 150 to provide automatedanalysis of the computer system 110 and, particularly, of the kernelcore files 164 and the user core files 166 (as well as other datasources) and to produce a report(s) indicating identified problems andcorrective actions. The service guru tool 150 comprises one or moresoftware applications to accomplish its functions. Briefly, duringoperation of the system 100, the service guru tool 150 functions tocommunicate with the memory 160 to retrieve and analyze the kernel corefiles 164 and the user core files 166 and other data sources (asapplicable). The service guru tool 150 is configured to retrieveinstalled packages 117 (or at least listings of such packages),installed patches 116, and configuration and other system information113 from the client computer system 110 and/or to receive analysisinformation from the analyst via the user interface 144.

[0043] An important function of the service guru tool 150 is searchingfor applicable or relevant patches for correcting any identified bugs orproblems in the client computer system 110. To this end, the serviceguru system 100 includes the knowledge database server 170communicatively linked to the analyst node 130 for use by service gurutool 150. The knowledge database server 170 includes: a phase and scriptrepository 171 comprising a collection of short programs executed fromwithin the service guru framework; a bug history database 172 comprisinginformation on when bugs were created and resolved; and the service gurubinaries 173 comprising the tools and executables supporting the serviceguru tool 150.

[0044] In one embodiment, the repository 171 is a file system hierarchy200 as shown in FIG. 2A. Each directory under the root node represents anamed service guru phase operable by the guru tool 150. Each directoryin turn contains a plurality of scripts useful in analyzing the computersystem 110. Typically, there is one script per unique problem or issuehandled by the service guru system 100. In addition, there is apreferably a unique script called “runphase” that is configured forexecuting each phase. With this design, new phases and scripts caneasily be added or the scripts can be reordered without requiringmodifications to the service guru tool 150. Of course, since the serviceguru tool 150 can be adapted to support multiple programming languages,the scripts preferably have extensions on their file names thatdetermine or identify the programming language (e.g., .ksh, .nawk, andthe like).

[0045] In one embodiment, the bug history database 172 is a file systemhierarchy 210 as shown in FIG. 2B. Under the root node is a series ofdirectories with one directory per possible software package name. Asimple tabular database is in each directory with the followingexemplary fields: (1) bug number; (2) record key (e.g., either “range”or “patch”); (3) first package version in which the bug exists (or “*”or other indicator if the bug always existed); (4) first package versionin which the bug has been fixed (or “*” or other indicator if not yetfixed); (5) architecture of the package if multiple architectures (e.g.,SPARC, X86, and the like); and (6) patch information if record key fieldis “patch.”

[0046] This database structure 210 contains two record types. The“patch” record type indicates a specific version which has a patchavailable. In a patch record, the third field is not used. The “range”record type is a record that describes a continuous range of packageversions which contain a bug. In a range record, the sixth field is notused. The combination of both record types allows the service guru tool150 to determine which package versions are susceptible to a bug andwhat patch, if any, is appropriate for installation.

[0047] In practice, the knowledge server 170 and the traditional servicerepository 195, shown in FIG. 1, can be functionally combined on thesame server. In one embodiment, this unification of data storage is usedto yield significant savings in maintenance and general upkeep of thedata repositories.

[0048] With a general understanding of the network environment of andthe components and data structures of the service guru system 100understood, the operation of the service guru tool 150 is now fullydescribed with reference to FIGS. 3A-3H and 4. FIGS. 3A-3H illustrateexemplary general functions of the service guru tool 150. FIG. 4provides a more detailed illustration of example phases that may beutilized in the phased analysis function shown in FIGS. 3A-3H.

[0049] Referring first to FIG. 3A, operation of the service guru tool150 begins at 304 with the tool 150 being called at the analyst node 130such as via the user interface 144 in response to a request from thecomputer system 110 or by a third party device (not shown). In thisregard, the user interface 144 may be any useful computer interfaceincluding a graphical user interface (GUI) designed in some cases tohide the complexity of the tool 150. If a GUI is utilized for userinterface 144, preferably the GUI is configured for allowing an operatorto provide input and/or make selections during operation of the tool150, such as selecting specific analysis parameters or conditions to beused throughout the analysis or in a particular portion or phase (e.g.,to input specific operating systems, patches, packages, and the like toapply during analysis).

[0050]FIGS. 3A, 3B, and 3C illustrate the general execution flow ofanalysis of the computer system 110 by the service guru tool 150. InFIG. 3A, the main executable service guru tool 150 is responsible at 350for querying the knowledge server 170 and building a list of phases torun from the phase and script repository 171. The executable then at 351runs the phases in the built list, and preferably in sequential order.In this manner, the tool 150 is functionally driven by the data inmaintained and stored in the service guru knowledge store or server 170.The service guru 150 determines if more phases are to be run at 352 andrepeats running phases until the list is completed at 353.

[0051] Referring to FIG. 3B, the general operation of an exemplary phaserun by the service guru tool 150 is illustrated. Note, the flow shown isfor illustration purposes only and is not intended to be limiting asother phases may use different flow, as will be described in moredetail. At 356, the main executable in tool 150 looks for a binarycalled “runphase” to facilitate the phase being run. At 357 and 358, aset of static preconditions are applied to reduce the number of scriptswhich will be run during the phase. For example, if it is known that aset of scripts only applies to a specific release of software or anarchitecture version, this set of scripts can be quickly eliminated ifnot applicable to the target configuration, e.g., the configuration ofthe computer system 110.

[0052] The static preconditions checked at 357 may include but are notlimited to operating system, operating system release, software package,software package version, system architecture, platform, patch level,and panic or message buffer string. In a preferred embodiment, theservice guru tool 150 is adapted to accept ranges for at least some ofthe above preconditions rather than just a single value.

[0053] If static preconditions are not available, all scripts will beconsidered or run at 359 (with some loss in performance). At 360, thephase continues with execution of all selected scripts from 358 or 359.The scripts may be run in any useful order and in one embodiment, arerun in parallel for improved speed. Each script is provided contextinformation from the target system 110 so it can determine any neededvalues (e.g., operating system version, patch lists, locations of corefiles, and the like) . At 361, the output from the scripts run at 360 iscombined into an intermediate report for immediate or preferably laterprocessing.

[0054]FIG. 3C illustrates an exemplary process flow for a single scriptwithin a phase. Again, scripts may be written in any language that issupported by the service guru tool 150. Each language has its ownstrengths and by adapting the tool 150 to support a plurality oflanguages, a truly flexible system 100 is provided by the invention. At366, the script performs dynamic precondition checks. These tests cantake many forms and are not limited to select system variables (like thestatic checks of 357). The dynamic checks are aimed at determining ifthe specific problem or issue could occur on the target system 110. Ifthe preconditions are not satisfied at 368, the script exits with nooutput.

[0055] If the preconditions are satisfied at 368, the script continuesat 370 with testing for occurrence or instance of the actual problem. Ifthe problem did occur and an instance is found at 372, the script issuesat 376 a “reactive” output message with an problem specific andappropriate comment and/or recommended action. If not found at 372, thenthe script continues at 374 by issuing a “proactive” output with commentand/or recommended action.

[0056] Significantly, the service guru tool 150 is based on a bruteforce-type of algorithm that uses screening to improve run times.Service guru tool 150 does not require an operator to provide inputneeded to perform an analysis of the computer system 110 or needed toeffectively and efficiently perform the analysis and provide a usefulrecommendation of corrective actions. To this end, the service guru tool150 has the ability to process a large amount of information related tothe operation and configuration of the system 110 and to perform a bruteforce analysis of potentially every bug and patch having a record in theknowledge database server 170. The run or operating time for the serviceguru tool 150 may be a few seconds, minutes, or even hours to processthe large amount of information. However, even these longer processingtimes represent a large improvement in time and accuracy over existingtroubleshooting processes.

[0057] One preferred embodiment of the service guru tool 150 involvesperiodic running or operation for select target computer systems 110. Inan alternative embodiment, the service guru tool 150 is operated on anongoing basis to monitor and analyze the system 110. In this embodiment,the service guru tool 150 operates to respond to changes in the computersystem 110 and to updates to the knowledge database server 170information by performing additional analysis. This can be achieved byinitially scanning all relevant files, message buffers, and othersources of computer system 110 information and then only scanning newmessages or modification alerts.

[0058] Referring to FIG. 3D, a preferred first phase (labeled“setcontext”) to be run by service guru tool 150 is illustrated anddescribed. At 380, the initial input parameters are parsed. Theseparameters contain information about the target node or system 110.Significantly, at 382, the setcontext phase determines if the phase isbeing run online (i.e., at the customer's site) or offline (i.e., at aseparate location in communication with the system 110). Thisdetermination is useful in following steps for facilitating selection ofthe amount and the type of system information that can and should becollected from the system 110. For example, for online analysis, theservice guru tool 150 is configured to take advantage of a higherpercentage of system information, such as configuration and other systeminformation 113, rather than potentially being limited to a smaller datacollection subset like an Explorer™ file 168. When running offline, thetool 150 accepts data from collection tools such as Explorer™ and tocollect any available supplemental data such as user and kernel corefiles 112, 114 and installed packages 117. In some cases, runningoffline may cause the service guru tool 150 to cancel certain analysisphases due to a lack of system information, which is then noted on anoutput report.

[0059] Service guru tool 150 is preferably adapted to operate with datasource independence meaning that the source of the collected analysis isrelatively transparent to the tool 150 operation (i.e., the tool 150operates effectively on an Explorer™ file 168 or a live system and on acore dump 164, 166 or /dev/kmem).

[0060] Referring again to FIG. 3D, the set context phase continues inoffline mode at 384 by extracting information from previously gatheredfiles from the target node 110 that is typically not available on thesystem 100 or network. In online mode, the phase continues at 386 withthe extraction of information directly from a designated node, such assystem 110, on the network of system 100. Both modes continue at 388with parsing client node information into a context free, languageindependent format and at 390 with the translation (for each scriptinglanguage supported) of the parsed information into a language specificformat.

[0061] According to a significant feature of the invention, the serviceguru tool 150 is operable with an ordered phase-by-phase analysis thatinvolves passing analysis results from one phase to the next to allowmore effective and thorough analysis. In this manner, the service gurutool 150 is operable to process or check every bug and patch in theknowledge database server 170 with controlled and enhanced run times.

[0062] Referring to FIG. 4, a flow chart is provided illustratingexamples of the types of analysis phases or functions that are performedor run by the service guru tool 150. While the analysis phases are shownin a specific order, the tool 150 may operate with only selected phasesbeing performed for all or select sets of bugs based on operator input,information in the collected system information, or other parameters.Additionally, other phases not shown may be performed to further analyzethe system information and the bugs and patches in the knowledgedatabase server 170. Preferably, the phases are performed in order withthe most important checks or phases being performed earlier in theprocess 338 but numerous orders may be useful to practice the invention.Further, the number of phases and functions of each phase can readily beexpanded to enhance the analysis of the system 110.

[0063] Further, the phases preferably create and output partial analysisresults that can be used by subsequent phases (e.g., which is whyordering the phases is preferred but not required). The partial analysisresults preferably are in the form of parsable output that can beunderstood by later phases and can be combined into a customer readablereport. In some cases, specific phases may have different goals and thereport formats may vary (as long as the reports are useful for laterphases). For example, the hardware error scan phase may report as outputa partial message file contents to show context and include HTML linksback to a description or action database. Other phases, likewise, mayhave unique report output content and formats. In some embodiments ofthe tool 150, each or select phases may output an interim report ratherthan simply being included in an “all phase” report. This may be usefulfor important, i.e., high severity, matches found between a bug and aproblem in a client system 110 to obtain more rapid corrective response.Further, these interim reports may be automatically or manuallytransmitted or directed to service personnel or groups or the clientcomputer system 110 via the communications network 120 or otherwise toinitiate correction of the problem.

[0064] At 402, an initial phase is performed to parse all of thegathered input from the computer system 110 into a context free formatas described in detail with reference to FIG. 3D. This phase allows thephases to be designed to not require data to come from a certain sourceor in a certain format (e.g., data can be from live system 110, corefiles 164, 166, or other sources) In one embodiment, this parsing isperformed by including in the tool 150 parsers for each anticipated datainput type/version. The resulting intermediate context file isindependent of both the input data source and any specific languagesyntax, with an exemplary resultant programming language independent“context” file shown in FIG. 2C. Significantly, for each languagesupported by the service guru tool 150, the context file is then atranslated input file that serves as the input environment for laterrunning or operating phases. As a result of phase 402, the later phasescan be written in nearly any language with reference to data on a targetsystem 110 without having to parse explorer tools or run live commands.Further, the input data processing of step 402 increases the speed oflater phases and, hence, the overall analysis process 300.

[0065] Once the input data is parsed, the phase-by-phase analysis 338continues at 406 with a check for bad patches, which may involve acomparison of the installed patches 116 with the patch files 180. Next,at 410 and 414, a field information notice (FIN) compliance (e.g.,software configuration and version issue testing) and a FCO compliance(e.g., checking for hardware configuration and version issues) arecompleted. At 418, a hardware error scan is performed involving scanningthe hardware error files 190 for matches with the computer system 110input and recommending appropriate and preferably, platform specific,corrective actions.

[0066] At 422, the phased analysis continues with a software error scan422 of the input information followed by an infodoc check 426, a faqcheck 430 (e.g., an analysis of the input information relative to storeddata on frequently asked questions), and a srdb check 434 of the inputinformation collected from the system 110. The output from these phasesis passed to the next phases which include a stb/white paper check 438,retrieval of all down revision patches from patch files 180, and asecurity issue check 446. Note, infodoc check 426, faq check 430, srdbcheck 434, and stb/white paper check 438 are specific to SunMicrosystems, Inc. operations and system but are intended to provideexamples of checks or categories of information and/or solutions tocommon problems and issues within computer systems.

[0067] At 450, a health check phase is performed and includes many itemsof general interest that affect the overall reliability, availability,and serviceability of the target system 110. At 454, storage relatedchecks are performed that verify the integrity of the low level storagesystems (e.g., A1000, A3000, A5000, and the like which are again SunMicrosystems, Inc. examples but are representative of similar systemsused industry-wide that may be utilized within computer systems). Italso includes checking of layered storage software such as volumemanagers and file systems. At 458, the tool identified as “coretool”,described in a previous patent application filed by the same inventorand incorporated by reference herein, can be run on the target system110. At 462, a series of platform specific tests are run (e.g., toverify hardware integrity and platform status, hardware leads, hardwareregister dumps, and the like) At 466, a series of performance relatedchecks may be run on the collected data (e.g., check configuration filesfor issues that may cause performance problems).

[0068] Next, at 470, the phased analysis continues with an important buganalysis phase or phases. Bug analysis 470 may comprise a screening ofthe identified bug files 172 in the knowledge database server 170 torule out or eliminate bugs that cannot apply to the target computersystem 110 based upon system parameters such as loaded packages 116,versions of operating systems or applications, patch levels, and otherfactors noted in the bug files 172. Generally, the output report fromthis portion of the bug analysis is in one of the following categories:bugs fixed by patches currently loaded on system 110; bugs not fixed andpresent in the current package, version, and patch level (which is asignificant finding or result in most analyses 338); bugs that would beintroduced by an upgrade; and bugs which would be introduced by adowngrade. This portion of the bug analysis 470 is important fornarrowing or reducing the number of bugs that need to be furtheranalyzed from a very large number to a more manageable number (e.g.,from hundreds of thousands down to a few hundred or few thousand).Additionally, this screening is useful for planning system 110 softwareupgrades to maintain consistent patch levels for bug fixes.

[0069] More specifically, referring to FIG. 3E, one preferred embodimentof a bug screen phase of the bug analysis 470 is illustrated. As shown,the bug screen phase begins at 504 with building a list of softwarepackages installed on the target system 110. At 506, the next package isprocessed and at 508, the bug screen phase selects the desired packageversion (e.g., either current or newer version in case of an upgrade).At 510, the package specific bug history database is scanned in order toextract the list of bugs which may apply to the package (i.e., the bugsthat are not fixed) for the desired package version. At 512, the phasechecks for more packages to screen and if none, the screening phasecontinues at 514 by saving the list of identified applicable bugs forthe next phase to be processed by the tool 150.

[0070] Referring to FIG. 3F, bug analysis 470 may continue at 516 bybuilding and processing the list of bugs from the screening phase todetermine for each bug if any of the input kernel core files, user corefiles, live system information, or other collected data matches thesymptoms of the bugs in the identified bug files 172. As shown, theprocessing of the bug test phase is similar to that of a generic phase(which is shown in FIG. 3B and not elaborated on here) except that thelist of scripts is input from above. At 518, the output of this portionof the bug analysis 470 is saved for input to next bug analysis phaseand is a list of bugs that match the problem in the computer system 110based on the collected information (e.g., based on the dump files orfiles from the live system).

[0071] After the bug test phase, the bug analysis 470 continues as shownin FIG. 3G with a bug resolution phase. This phase is a processing stepfor matching or collecting the list of matched bugs, levels, andseverities to create an intermediate output report that includes thepatches. Preferably, the output is sorted by the severity of the matchedbug. More specifically, at 520, the phase builds a list of bugs forwhich a resolution is needed. At 522, for the next bug in the list, thebug history database 172 is scanned for matches and located patchinformation, if available, is extracted. The process is repeated at 524until the entire bug list has been processed and at 526, the results aresorted by patch, type, and severity. If no patch is available,workaround information may be extracted from traditional repository ofservice-related information 195 by the service guru tool 150.

[0072] Significantly, the phased analysis in one embodiment is adaptedto process the input information and the resulting matches and output bytype and severity. In this regard, the type refers to a proactive basis,a reactive basis, or simply for information. Proactive means that thenecessary preconditions exist for the problem or issue to occur on thesystem 110, reactive means that the problem or issue has occurred in thesystem 110, and for information means that the information (e.g.,infodoc) applies to this configuration. Severity levels can also beassociated with the output by each or most phases to identify theimportance or need for quickly addressing the problem or issue. Forexample, the severity may range from customer data corrupted to a slightimpaired functionality of the system 110. A fuller range of severitiesmight include from most to least severe: data error, system hang, systempanic, device hang, application hang, application crash, error warningmessage, system maintenance issue, administration issue, informationalmessage, impaired functionality, and error in phased analysis itself.

[0073] The phased or stepped analysis continues at 474 with a check orreview of the kernel configuration based on the input information fromthe computer system 110. Regular phased analysis is completed withperformance of third party checks 478 of the input information from thecomputer system 110.

[0074] After the regular phased analysis is completed, the problemanalysis by the tool 150 continues at 480 with the report generationphase, as detailed in FIG. 3H. Numerous formats for the report may beutilized including a display on the user interface or GUI 144, an e-mailmessage or e-mail message attachment to a service department connectedto the communications network 120, or a printing of a hardcopy of thecombined intermediate reports from each phase. As shown in FIG. 3H, thereport generation phase may include at 530 building a list of phaseswhich had output and need output processing. Then at 534, theintermediate output or data from each phase is processed and data isextracted from the service repository 195 as needed to complete thereport or as useful or applicable for supplementing the phase output.Hypertext links can be provided to referenced documents within oroutside the system 100. Preferably, the output is sorted at 534 by type,severity, and/or phase. Once no more phases are left at 536, the finalreport is generated at 538.

[0075] In a preferred embodiment, the report combines and arranges theintermediate reports from each phase and displays the report using textformat with embedded URLs on the user interface 144. For example, theresults may be ordered by the order the checks and phases were completedor by the severity of the problems or bugs identified. The output reportpreferably is viewable with standard interface applications such asNetscape™, dtmail, and the like. Each report preferably includes arecommended action or service guru comment, a type (i.e., proactive,reactive, or informational), and a severity. Additionally, the outputreport preferably is configured such that the report information issearchable because of the large number of problems/issues that may matchfor a given system 110.

[0076] According to yet another feature of the invention, the tool 150is operated via the user interface 144 to compare one report output witha second report output to determine if changes have occurred. This isuseful for determining the effectiveness of an implemented correctiveaction and also for performing planning (e.g., by running the tool 150with various system configurations and then comparing the output reportscreated by the tool 150).

[0077] During operation, the service guru tool 150 typically responds tobeing invoked by creating a working directory 148 for temporary data andreports (at the node 130 or in a separate device and/or location) . Thisaction facilitates passing information between the precondition checksand between the phases using intermediate files. The output report fromthe problem analysis 300 preferably is placed in memory in an outputdirectory in memory 160 or elsewhere and may later be examined to accessthe logs of all run phases for debugging and other purposes.

[0078] An important feature of the service guru system 100 is that theadopted programming language(s) is selected to allow accuratedescription of a wide range of problems or bugs. For example, in apreferred embodiment, each problem is described by a single scriptinterpreted by the service guru tool 150.

[0079] Exemplary languages that may be used to create the service gurutool 150 include Perl, nawk, csh, ksh, sh and TCL and kvl, FM, simple,and mdb which are specific to Sun Microsystems, Inc. systems. Theselected language preferably has the following features: patternmatching capability, stack parsing (e.g., ability to extract registersand bind to variables), ability to easily reference operating system,patch and other information that may be useful to screen problems,regular expression matching for message buffer and panic strings, andoperating system independence. Additionally, it is preferable that theselected language be able to parse a variety of data sources in aversion and environment independent way.

[0080] Although the invention has been described and illustrated with acertain degree of particularity, it is understood that the presentdisclosure has been made only by way of example, and that numerouschanges in the combination and arrangement of parts can be resorted toby those skilled in the art without departing from the spirit and scopeof the invention, as hereinafter claimed. For example, the descriptiveinformation and/or strings collected from the underlying programs andcore files may be varied and preferably are adapted to provide accurateand consistent matching and ranking of severity.

We claim:
 1. A method for troubleshooting a computer system, comprising:receiving, at a location remote to the computer system, a request forproblem analysis for the computer system in response to an occurrence ofa problem; receiving data corresponding to the computer systemcomprising a core file from the computer system and supplementalconfiguration information; accessing a knowledge store storing phases,wherein each phase includes a set of scripts adapted to identifypreviously identified computer problems; performing a phased analysis ofthe computer system data comprising completing at least two of thephases from the knowledge store; and generating an output reportincluding a list of the computer problems identified during theperforming.
 2. The method of claim 1, wherein the core file comprises amemory image created by the computer system in response to a kernelerror, a hardware error, an application error, or other computer systemerror.
 3. The method of claim 1, wherein each of the phases includes anoptimization mechanism operable such that the phases executed in theperforming is less than the set of the phases, wherein the optimizationmechanism functions to check a list of static preconditions and tocompare the static preconditions to the received computer system data.4. The method of claim 3, wherein the static preconditions includevariables selected from the group consisting of operating systemidentifications, operating system releases, software packages, softwarepackages releases, system architectures, platforms, patch levels, andpanic strings.
 5. The method of claim 1, wherein the data receivingincludes communicating with the computer system from the remote locationover a communications network.
 6. The method of claim 1, wherein thephased analysis performing includes parsing the computer system datainto a source independent format and wherein the parsed computer systemdata is used as input for subsequent ones of the analysis phases.
 7. Themethod of claim 1, wherein the phased analysis performing comprises asequential analysis using the analysis phases to process a memory imagefrom the computer system to create at least one corrective action forinclusion in the output report.
 8. The method of claim 7, wherein theanalysis phases are selected from the group consisting of a hardwareerror scan, a bug analysis, a user core file analysis, a kernel corefile analysis, a parse of the computer system data into context freeformat, a check for bad patches, a check for software configuration andversion, a check for hardware configuration and version, a softwareerror scan, an infodoc check, a faq check, an srdb check, an stb/whitepaper check, retrieval of down revision patches, a security issue check,a system health check, a storage-related check, a platform analysis, aperformance analysis, a kernel configuration check, and third partychecks.
 9. The method of claim 7, wherein the analysis phases eachgenerate an intermediate output report for use by later performed onesof the analysis phases and for inclusion in the output report.
 10. Aservice guru system for at least partially automatically processing acore file and supplemental data from a computer system to identifyproblems and recommend corrective actions, comprising: a memory devicefor storing descriptions of previously identified problems, the memorydevice configured with executable scripts adapted for running within theservice guru system; and a service guru tool linked to the memory deviceto access and run the executable scripts to process the core file andthe supplemental data from the computer system to identify matching onesof the previously identified problems.
 11. The system of claim 10,wherein the service guru tool is further configured to create an outputreport including at least one of corrective actions, patchrecommendations, workarounds, reference documentation, or bugdescriptions that are determined by the service guru tool to be relevantto the computer system.
 12. The system of claim 10, wherein the serviceguru tool is located on an analyst node that is communicatively-linkedwith a communications network, the computer system iscommunicatively-linked to the computer system, and the service guru toolis configured for accessing the computer system to obtain a memory imageand to retrieve additional configuration and other system informationfrom the computer system.
 13. A method for reactively troubleshootingand proactively controlling problems on a computer system, comprising:collecting data corresponding to the computer system; accessing aknowledge store of previously identified computer system problems;parsing the collected data into a context-free, language-independentformat; building a list of analysis phases to run on the collected data;running each phase in the list using the collected data; and generatingan analysis report based on output data from at least some of theanalysis phases run.
 14. The method of claim 13, wherein each phasecomprises a plurality of scripts and wherein the running of each phaseincludes first performing a static precondition check for the phase todetermine if a subset of the scripts applies to the computer system toimprove run times by reducing the scripts executed during running. 15.The method of claim 14, wherein the scripts comprise testing thecollected data for an instance of a problem, issuing a reactive outputwhen the instance is found in the testing, and issuing a proactiveoutput when the instance is not found and the problem is determined topossibly occur within the computer system.
 16. The method of claim 15,wherein the reactive output and the proactive output includessupplemental data for each of the problems comprising type, severity,comment, and derived information.
 17. The method of claim 16, wherein atype is proactive, reactive, or not applicable.
 18. The method of claim16, wherein a severity ranges from most to least severe and is selectedfrom the group consisting of data error, system hang, system panic,device hang, application hang, application crash, error warning message,system maintenance issue, administration issue, informational message,and impaired functionality.
 19. The method of claim 16, wherein acomment is sequential text selected to be useful in interpreting theproblems.
 20. The method of claim 16, wherein a derived informationincludes information extracted from a service repository.